Sr. Manager, Customer Experience FI

Balance Innovations; United States; Remote; USD 85.000 - 107.000; Vollzeit

Zusammenfassung

The Sr. Manager of Customer Operational Excellence - Financial Institutions at Brink’s provides strategic leadership for the Customer Operations group, guiding end-to-end service delivery and customer experience enhancements across major clients.

You will lead cross-functional teams, champion data-driven improvements, and develop a high-performing group of 5–9 professionals while reporting on quality, performance, and project status to executive stakeholders.

Qualifikationen

• Bachelor's degree or higher required.
• 10+ years of professional experience.
• 7+ years in logistics or banking.
• Experience in project management, treasury, or cash management.
• Master’s degree preferred.
• 7+ years in armored logistics.
• Experience managing customer care operations.
• Lean/process improvement knowledge.

Aufgaben

• Lead program and account management for 3–5 major customers.
• Oversee new implementations and service changes with project teams.
• Serve as final escalation point for service issues.
• Drive root-cause analysis with Improvement and Product teams.
• Map customer journeys and drive improvements.
• Collaborate to optimize back-office and service delivery.
• Lead internal and external business reviews.
• Develop a team of 5–9 and report on status.
• Communicate with customers at executive level.

Kenntnisse

Project management

Treasury

Cash management

Lean capabilities

Customer care

Logistics

Stakeholder management

Ausbildung

Bachelor’s degree or higher

Master’s degree

Jobbeschreibung

Pay Range

Pay Range: (Minimum to mid pay range specific to NY, CA, CO, WA, MD) 85,400.00 - 106,700.00 USD Annual Brinks Texas License #C00550 #LI-Remote

About Brink's

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries. We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

The Sr. Manager of Customer Operational Excellence - Financial Institutions, provides strategic leadership and operational oversight for Brink’s Customer Operations group. This role champions the execution of customer-centric strategies, aligning claims, metrics, and service processes with the organization’s mission, vision, values, and strategic plan. The Sr. Manager will lead end-to-end service delivery, ensuring exceptional customer experiences through cross-functional collaboration, data-driven decision-making, and team development.

Key Responsibilities

• Lead program and account management for 3–5 of Brink’s largest customers.
• Ensure successful execution of new implementations and service changes in coordination with internal project teams.
• Act as the final escalation point for customer service issues, cases, and claims.
• Drive root cause analysis and resolution planning in partnership with Continuous Improvement and Product teams.
• Champion customer journey mapping and continuous improvement across all service touchpoints.
• Collaborate cross-functionally to optimize back-office and service delivery processes.
• Lead internal and external business reviews, providing insights on quality, performance, and project status.
• Manage and develop a high-performing team of 5–9 individuals.
• Own customer communications and executive-level reporting.

CX Director-Level Leadership Traits

• Strategic Leadership: Define and execute customer experience strategies aligned with enterprise goals.
• Customer Journey Ownership: Lead the design and optimization of end-to-end customer journeys.
• Cross-Functional Collaboration: Partner with Product, Operations, Technology, and Sales to ensure seamless service delivery.
• Data-Driven Decision-Making: Use analytics and customer insights to inform strategy and measure success.
• People Leadership: Inspire, coach, and develop teams to deliver consistent, high-quality service experiences.
• Operational Excellence: Lead continuous improvement initiatives to enhance efficiency and customer outcomes.
• Drive for Results: Demonstrate accountability, urgency, and a commitment to achieving measurable outcomes.
• Culture Champion: Foster a culture of integrity, inclusion, and customer obsession.
• Model and reinforce behaviors that reflect Brink’s values and leadership principles.
• Promote psychological safety, recognition, and team engagement.
• Proactive Leadership: Anticipate challenges, identify opportunities, and take initiative to drive innovation and service excellence.
• Innovation: Encourage creative thinking and experimentation.
• Lead efforts to modernize processes, adopt new technologies, and deliver differentiated customer experiences.
• Relationship Building: Cultivate strong, trust-based relationships across internal teams and with external clients.
• Serve as a connector and collaborator to align goals, resolve issues, and drive shared success.

Key Stakeholder Engagement

• National Product: Ensure training is executed for major changes in customer SWIs and/or for new business.
• Ensure ongoing accuracy of profiles related to new implementations or optimization efforts.
• Ensure successful implementation by project teams.
• Regional Vice Presidents: Ensure customer service quality and timely issue resolution.
• Ensure readiness for new projects (new work or conversions).
• Brink’s Executive Team: Keep executives apprised of performance, quality, and strategic initiatives.
• Regional Continuous Improvement: Uncover root causes underlying recurring service issues in specific branches or regions.
• Account Executive: Prepare for QBRs.
• Resolve major service escalations.
• Develop and execute interim contracts and renewals.
• Determine feasibility and effort (i.e., cost) of new business and oversee implementation.
• National Continuous Improvement: Drive process improvements and efficiencies related to both back-office activities and service delivery.

Critical Competencies

• Strategic Management – Identifies and executes on strategic opportunities with existing customers to strengthen relationships, increase revenue, and reduce Brink’s cost to serve.
• Brink’s Organizational Acumen – Coordinates and influences internal stakeholders across multiple functions.
• Project Management – Organizes, manages, and tracks the status of customer projects, including new business implementations and optimizations.
• Brink’s Operational Knowledge – Possesses working knowledge of operations across key lines of business (CIT, CVS, ATM, CSF).
• Problem Solving and Root Cause Identification – Collaborates with stakeholders to resolve recurring customer issues.
• Customer Interaction Skills – Communicates with stakeholders at all levels in a highly responsive and professional manner.
• Drive for Results – Maintains a relentless focus on outcomes, accountability, and measurable impact.

Qualifications

• Minimum: Bachelor’s degree or higher.
• 10+ years of professional experience.
• 7+ years in logistics or banking.
• Functional experience in project management, treasury, or cash management.
• Preferred: Master’s degree.
• 7+ years in armored logistics.
• Experience managing customer care operations in financial, banking, or logistics settings.
• Knowledge of lean/process improvement methodologies.

Professional Skills

• Strong consultative, analytical, and problem-solving skills.
• Excellent interpersonal, communication, and presentation abilities.
• Strong business acumen and relationship-building capabilities.
• High integrity and alignment with company values.
• Collaborative leadership style.
• Proven ability to champion and cultivate a positive, inclusive, and high-performance culture.
• Demonstrated proactive leadership with the ability to anticipate needs, drive innovation, and lead change.
• Passion for innovation and continuous improvement in customer experience and operational delivery.
• Ability to build and sustain strong relationships across all levels of the organization and with external partners.

Equal Opportunity Statements

Brink’s is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law.

Brink’s is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Reasonable Accommodations

If you need reasonable accommodations/adjustments during the hiring process, please let your recruiter know we’re here to support you every step of the way.

Company Culture

Build a Career with Purpose at Brink’s

For over 165 years, Brink’s has been a trusted global leader in secure logistics and cash and valuables management solutions. Today, we continue to evolve—powered by technology, driven by purpose, and united by values. With a legacy built on trust and a future driven by innovation, Brink’s partners for customer success, empowering businesses across the globe to operate with confidence and peace of mind.

At Brink’s, we operate in more than 100 countries, across cultures and languages, yet we’re one team—committed to protecting what matters most.

Our people are at the heart of everything we do. We foster a culture of collaboration, innovation, and continuous learning, where every team member is empowered to grow, take ownership, and make an impact.

No matter which business area or country you are located, Brink’s offers a place to build a meaningful career.

Here, you’ll find opportunities to develop your skills, contribute to global solutions, and be part of something bigger.

We believe in doing what’s right, working together, and striving for excellence.

If you’re looking for a career that combines purpose with performance, Brink’s is the place for you.

Brink’s is proud to be an equal opportunity employer.

Legal Notices

See the “Terms and Conditions for Brink's” at: Terms of Use - Brink's US

See the “Brink's California Consumer Privacy Notice” at: Brink's California Consumer Privacy Act Notice - Brink's US